Date Received: 2023-08-08
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: From XX/XX/2023 to XX/XX/2023 I have had to make multiple inquiries in regards to unusual activity ranging from random payments and drastic balance changes increasing amounts owed. My loan servicer has letters from the department of education stating my loans from two universities which are the only universities I have been to are being discharged and refunds issued. Anytime I have had to call I always check on the status as well. It never fails that I get different information every single time. I get referred to the department of education who then tell me no what Nelnet said is incorrect. I was told in XXXX and XXXX several times including via only chat by at least two representatives it would be complete in 15 to 45 business days and not only isnt it done but now they are claiming it wont be done till the end of the year. They refuse to provide transcripts of those conversations. I have told me they will do some research and get back to me but never do. Ive been sent letters on two different occasions saying my discharge is complete when its not. When I ask if its done why have I not gotten my refund and no one can tell me. I also do not remember requesting consolidation of my loans. When I ask for documentation showing when I requested consolidation they refuse to provide it. When I tell them I see on the dept of ed site it was electronically signed but I want documentation showing I requested that because I do not remember electronically signing anything. Ive submitted other documents that go missing. My loans were supposed to have been in Administrative Forbearance since XX/XX/XXXX yet Nelnet never put them in that correctly. So now Im getting emails and letters saying Im required to start making payments XX/XX/XXXX. The level of incompetence is unbelievable. As a veteran who was already taken advantage and who suffers severe XXXX due to my service this has aggravated it.
Company Response:
State: VA
Zip: 230XX
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Bad information about my college enrollment status. My loan servicer ( Nelnet ) has inaccurate enrollment dates listed on my account, so I can not apply for an income-driven repayment plan or PSLF forgiveness before repayment begins. I graduated on XX/XX/2023 and completed Exit Counseling as instructed ( on XX/XX/XXXX ), but my status still states that I am In School. I expect to begin repayment in XXXX and do not want bills to be back-created on a standard repayment plan that I do not want. I want to switch plans but can not do so until this has been corrected. I have spoken to multiple representatives about fixing this, from Nelnet and my former university, and have not received any proper update. I have no physical documentation as all interactions have been via phone call.
Company Response:
State: NY
Zip: 115XX
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: This complaint originates from my ongoing attempt to receive my XXXX XXXX XXXX XXXX XXXX XXXX payment history from my current loan servicer Nelnet. My dealings with Nelnet have been nothing short of unacceptable. By way of background, my federal student loans were originally serviced by XXXX XXXX XXXX ( XXXX ). Not too long ago, my XXXX account, including my XXXX payment history, were transferred to Nelnet. My XXXX payment history is not immediately available on my Nelnet account portal, and requires a request. Starting this past XX/XX/2023, I began a process to have a third party reimburse my past student loan payments. In order to process that request, the third-party requires the servicer 's payment history as a form of validation, i.e., I need my XXXX payment XXXX. On or about XX/XX/2023, I submitted a request into Nelnet for my XXXX payment history. I was told then that the approximate time was XXXX business weeks, taking until the beginning of XXXX to receive it. In both XXXX and XXXX, I called Nelnet to check the status of my request and was told that I should be receiving the payment history the third week of XXXX. In the third week of XXXX, I received a payment history that was woefully inaccurate and did not even remotely display my XXXX payment history. I immediately called Nelnet, who confirmed that the request was incorrectly done and that my request was still pending. I received no timetable as to when it would be complete -- being told that it was " in the queue '' and pending. On XX/XX/2023, I again called into Nelnet to check the status of my request and was now told that it would not be completed until XX/XX/2023, with the possibility of it being completed earlier. Given the mismanagement and ill-advised nature of this entire process, I stated that I wanted my request expedited but was told there was nothing I could do. Again, all I was told was that my request was " in the queue '' -- the same misleading, unhelpful, and unreasonable status that I have been given for 4 calendar months now. Suffice it to say, the thrust of my complaint is the unacceptable amount of time it is taking for Nelnet to complete my request for my XXXX payment history -- an estimated 6 calendar months!!! And during this horrible experience, the misleading and inconsistent representations that I have been given.
Company Response:
State: PA
Zip: 19145
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Struggling to repay your loan
Subissue: Can't temporarily delay making payments
Consumer Complaint: Filed bankruptcy and believe they should be discharged due to private loans
Company Response:
State: IL
Zip: 620XX
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: Nelnet 's website will not work. It loads to a blank white page regardless of device, or browser used. With the looming deadline fast approaching, many of us feel as this is a tactic of theirs to dissuade people from trying to adjust their payments.
Company Response:
State: MI
Zip: 484XX
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Great Lakes merged my loan to NelNet. Since then, I can not get any of my payment history ( been making payments for the last two years ) and my payment submitted XXXX hasn't been applied. Nelnet isn't answering their phones on some days and on others I wait XXXX minutes to finally reach a person. When I finally reached someone they said the payment was probably mailed to Great Lakes old address and it could take 60 days for that to be forwarded to Nelnet. How is this acceptable? Both the lack of transparency ( I have no access to ANY of my activity over the last ten years at Great Lakes ), the ridiculously lacking customer service at nelnet ( their call center isn't even open when they say it will be open ) and now payments are in limbo and I don't even know if/when they will ever be applied. How can we trust this system? If it were any other kind of loan I'd shop around for a different servicer... but since the United States Government has shackled me to this subpar servicer, I am stuck in this cycle where I spend so much of my time chasing this down. How do you guys let them get away with this?
Company Response:
State: WI
Zip: 53208
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am a member of the XXXX XXXX. XXXX XXXX in the XXXX Decision class. I filed my XXXX in 2014. The DoE acknowledged I am in the XXXX XXXX ( I have emails ). According to the XXXX XXXX XXXX settlement, the DoE had until XX/XX/XXXX to follow up with my XXXX or they are required to forgive the debt. XX/XX/XXXX came and went and they have not complied with the court order. I have been trying to get a hold of someone there for months and no one has been able to talk to me about this. I contacted the XXXX, the DoE and my congressional representative on this again today. They are in current violation of the court order and are now require to forgive all of my debt. I need to know how to invoke my rights. Please help me. I've been in XXXX 's XXXX for 10 years now and deserved to be freed.
Company Response:
State: CA
Zip: 950XX
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/2023, I requested to have my student loan payments refunded. About a month after. I saw my student loan amount increased from XXXX to {$11000.00}. To me this would tell me the refund went through and my account reflects that. It has been 5 months since and I have no received those funds, I called and each time was told that the process was simply slow. However 2 weeks ago I called again and simply asked them to cancel my refund and have my account reflect what it should be, they told me it got approved. Last week I received a call from Nelnet stating that there's no refund to cancel, so it appears like the refund was processed on their end, but the funds were not handled properly. I attempted calling multiple times after my previous call and each time waited about 40 minutes before the call disconnected on it's own.
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2023-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-07
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: Good afternoon I am looking into loan forgiveness for the my loan. It was with XXXX XXXX- is there any assistance available at this time. Since the school is no longer open and never assisted me in finding employment.
Company Response:
State: TX
Zip: 75220
Submitted Via: Web
Date Sent: 2023-08-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-08
Issue: Struggling to repay your loan
Subissue: Can't temporarily delay making payments
Consumer Complaint: I filed for bankruptcy and was told I couldnt include my school debt in it but it should have been able to be included because I have no income.
Company Response:
State: LA
Zip: 70570
Submitted Via: Web
Date Sent: 2023-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A